We have been shortlisted for a European Customer Centricity Award in the Digital Strategy/Transformation category.
The awards will showcase over 130 finalist presentations across all categories, which have been scored by independent expert judges, with the winners announced at a virtual awards ceremony on 16 September.
“We’re thrilled to have been nominated for a European Customer Centricity Award. The acknowledgement towards our hard work in overhauling the way in which installers get in touch, is so greatly appreciated,” Pyronix Customer Support Manager, Kelly Lees, said.
In early 2020, installers were only able to contact the Pyronix Technical Support Team via a traditional phone system and email.
In line with Pyronix’ commitment to continuous improvement, a huge overhaul of the old system was undertaken; updating and improving contact options for installers to provide an array of methods to get in touch, as customers continue to rapidly become accustomed to an omni-channel way of doing business.
The introduction of a new cloud-based system provided further options to Pyronix’ experienced Technical Support Team, who are available from Monday to Friday 8am – 6:30pm; allowing customers to now leave a voicemail while in the queue, along with the ability to invite other agents onto a conference call to provide additional assistance if needed.
While in the queue, customers can now also request a call back or there is the ability to select from a menu option. Meanwhile, in March 2021, an SMS channel was introduced, whereby a text is sent to a customer if they drop out of the queue; providing them with the option to start a text conversation with an agent if they don’t have time to talk.
Alternatively, a WhatsApp number has been launched, exclusively for installers, so that they can proactively send a message to start a conversation with one of the Pyronix Technical Support Team (the WhatsApp number can be obtained by contacting technicalsupport@pyronix.com).
We have also just launched our Web Chat option on the PyronixCloud platform, which allows customers to contact an agent within office hours or utilise the ‘FAQ Bot’ for out-of-hours, 24-hour support.
We will be up against 11 other companies in the running for ‘Digital Strategy/Transformation’ winner at the 2021 European Customer Centricity Awards, decided by a panel of industry experts.
The panel is made up of 89 professionals from a wide variety of industries and backgrounds, who are all tasked with scoring a set of criteria from 1 to 10, out of a total of 100 points. The scores are then collated and the winners decided.
Kelly continues: “We can’t wait for September, to attend the virtual event and find out if we’ve won!”
We will be posting the results of these awards via our social channels in September, so keep your eyes peeled!